Superior customer service policy is the foundation for the hospitality industry, and should be the priority for every member of staff at every level in your property. But even the best intentions can miss the mark. Even though you may think you are covering your clients’ needs, the gap between what you perceive as great service, and what the customer experiences as great service, may be far apart. In fact, in a study of 362 firms, “80% believed they delivered a “superior experience” to their customers. But when we then asked customers … they said that only 8% of companies were really delivering.” Get the full story at ReviewPro